Senior Customer Implementation Specialist, Workstream
$75-110k
+ Equity
2-3 days a week in office (South of Market, CA Menlo Park, CA)
HR and payroll solutions built specifically for restaurants
Job no longer available
HR and payroll solutions built specifically for restaurants
201-500 employees
Job no longer available
$75-110k
+ Equity
2-3 days a week in office (South of Market, CA Menlo Park, CA)
201-500 employees
Company mission
To help businesses hire faster and smarter, so they can focus on supporting their team and serving their customers.
Role
Who you are
- You love working with customers, and thrive in delighting customers
- A project manager: there are many moving pieces and multiple stakeholders to manage within the customer and Workstream in order to help a customer go live successfully
- Detail oriented
- A good communicator, both verbal and written. Able to explain complex concepts clearly and concisely
- Entrepreneurial, hungry, passionate and tech-savvy
- Someone with a long-term vision of working and growing with a Silicon Valley based technology startup and stay with the team for at least 2 to 4 years
- Empathetic to customer needs
- Customer facing implementation experience: At least three years of experience onboarding new clients for a SaaS company, particularly managing larger, more complex customer implementations. Alternatively, customer facing experience at a PEO, accounting firm, and such where you work directly with customers in HR / payroll capacity is also acceptable
- Payroll experience: Experience with payroll, either in an implementation capacity or in managing payroll in house
- At least basic spreadsheet / database skills, and the ability to quickly learn more
- [Nice to have] Startup experience of 1 to 3 years
- [Nice to have] Analytical skills a plus
What the job involves
- We are looking for a full-time, dedicated, and passionate individual to join our growing team
- This person will be a core member of our customer success team, and will be well-positioned to succeed - the entire company from sales, customer success, product, and engineering are all aligned to make sure our customers are successful!
- You will primarily lead new client onboarding for mid/large-sized clients which lasts the first 60 to 90 days
- To do this, you will ideally have empathy for people, can explain concepts clearly and concisely both via email and via video calls, are tech savvy, and have the ability to ask probing questions
- You will be measured on how successful clients get onboarded to Workstream, which is quantified as the activation rate
- Define and maintain the implementation program for our mid and large clients, including timeline, stakeholders and key deliverables (including on the part of the customers), and technical requirements
- Help define, track and achieve key performance indicators for the implementation process
- Own the implementation process for assigned accounts which include: successful implementation and training of the software to drive adoption by new clients
- Setting healthy expectations with clients
- Actively communicating with Account Executives and Customer Success Managers regarding client progress
- Assisting with high severity requests or issue escalations as needed
- Participating in cross-functional groups to establish enhancements to communications, tools and products
- Lead 3 to 4 kickoff calls daily with new customers, which are 45-min calls to understand client needs, and train new clients on the ins-and-outs of our software
- Oversee complex process design and setup
- Be an expert in Workstream, so you can guide new users and answer their questions
- Keep track of client activity, notes, and next steps clearly in our success software
- Conduct training for users. Develop training manuals and processes as needed to ensure users can grasp key ideas and adopt key features
- Leverage feedback for continuous improvement to the onboarding process
- Learn from your assigned clients to build and maintain templates
- Designing programs, both high and low touch, that are meaningful to our customers and help them realize value from their relationship with Workstream
Our take
Recruiting new staff can be a slow andf frustrating process for HR teams, especially in industries that rely on hourly workers. Roles often need filling quickly, turnover can be high, and managers don't always have time to sit at a desk sorting through applications and emails. So, chasing candidates, scheduling interviews, and keeping people engaged can take hours each week, often delaying businesses , leaving them short-staffed when they need people most.
Workstream is a HR and hiring platform built specifically for hourly workers, with text messaging at the centre of how it works. Instead of forcing candidates to apply through long online forms or emails they may never check, Workstream allows people to apply, communicate, schedule interviews, and even complete parts of onboarding directly through their phone. And for employers, the platform automates most of the hiring process, so managers can source, screen, hire, and onboard staff with ease.
Whilst the company operates in a competitive HR software market, its carved out a strong position by focusing on deskless and hourly workers, a group often overlooked by traditional HR tools. Its growing list of customers also span quick-service restaurants, retail, logistics, and other hourly-heavy industries, and the company has attracted significant investor backing as a result. Competition may remain strong but Workstream's clear focus, steady expansion, and continued product adoption give it a strong foothold in the market.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
4% employee growth in 12 months
Company
Funding (last 2 of 3 rounds)
Sep 2022
$60m
SERIES B
Aug 2021
$48m
SERIES B
Total funding: $118m
Company benefits
- Health and wellness: We care about the physical and mental health of each of our team members. We offer every employee comprehensive medical, dental and vision plans, and access to a generous number of fully-paid counseling sessions with licensed therapists every year.
- Competitive compensation (and equity): As a company, we have ambitious goals with a high-potential financial upside—and we share that with every employee through competitive market compensation and generous stock.
- Flexible time off: We believe team members do their best work when their life feels balanced. We promote work-life harmony through flexible PTO and paid parental leave.
- Professional development: We believe in becoming 1% better each day. That’s why we offer a quarterly learning reimbursement that can be used toward continuing education, books, subscriptions and more.
Company HQ
SoMa, San Francisco, CA
Leadership
Desmond Lim
(Co-Founder & CEO)Prior to co-founding Workstream in 2017, Desmond was a Product Manager at MIT Media Lab and WeChat.
Max Wang
(Co-Founder & CTO)Previously, Max co-founded VC.CN where he served as the CTO for 5 years.
Lei Xu
(Co-Founder & CSO)Lei previously co-founded Emote where he served as the CTO for 2 years. Prior to that, he spent 3 years at Google in Revenue Acceleration and Software Engineering roles.
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